Customer Support Supervisor

50316 - Rotation  22 Months

Job Function:

Supervise and administer the work of staff. Support the department in the development and management of business processes. Manage the zones tracking system processes. Develop and implement department performance tracking and reporting systems and processes. Respond and resolve escalated customer issues and expedited requests. Provide support to the Zone Superintendent.

• Plan, organize, schedule, assign and control work and responsibilities of assigned staff.

• Ensure staff apply the processes appropriate for the Provincial Lines organization. Ensure processes are carried out consistent with the application of policies, internal and control requirements, statutes and regulations.

• Provide leadership for matters of performance management, recommendations on hiring, promotions, discipline etc. Review staff performance and administer the application of the Collective Agreement and resolve problems arising from interpretation and application. Coach and direct the efforts of staff to continually improve relationships with our customers and clients. Identify through coaching and monitoring, staff development and training needs.

• Support the Zone Superintendent, Zone Business Manager and Customer Operations Managers in the management of confidential information and processes related to pay, personnel performance, staffing plans and vacancy information and selection. Provide support to the Zone Superintendent, Zone Business Manager and COMs in the implementation of the Provincial Lines Customer Strategy including the collection of data, preparation and delivery of reports and presentations to customers i.e. Municipalities, cottage associations, etc.

• Support the Zone in the development, analysis and management of business processes. Solicit input from customers and employees to continuously improve processes and recommend implementation. Work with the Quality Assurance and Business Support department to assist with the development of appropriate business processes and work instructions and training. Be responsible for monitoring performance for compliance to the processes.

• Monitor and review OEB measures and provide guidance and assistance to Zone Management. where measures aren’t being met. Develop and implement department performance tracking and reporting systems and processes. Be responsible to raise quality issues regarding completed orders to appropriate field Managers or FBC staff for resolution.

• Coordinate with service providers all aspects of site telephone and LAN communications and all related office automation needs. Work with service providers to provide office accommodation services which include space planning, acquisition of furniture and office equipment and supplies needs. Maintain minor fixed asset inventory of all relevant office equipment.

• Investigate and respond to expedited inquires and escalated customer issues.

• Perform other duties as required.

Education:

• Requires a knowledge of business administration to develop business processes and change management initiatives.

• Requires good communication skills to communicate effectively with internal and external contacts and give presentations to various internal groups.

• Requires a knowledge of information management systems to prepare reports.  

• This knowledge is considered to be normally acquired through the completion of a high school diploma.  

Hydro One employees, you can apply online via the Careers module in Success Factors. To access Success Factors, click on the Talent Management link in the Applications drop-down menu on the HydroNet site. Otherwise, if you do not have Hydro One computer access, forward your application to Careers@HydroOne.com. In the event you are experiencing difficulties applying to this job please visit myHR.

"Employer of the year 2025"

Deadline: April 8, 2025

Questions about the posting should be directed to the hiring manager. If you are selected for an interview or further evaluation and require special accommodations please speak with the hiring manager.

NOTE: An Employee who is the successful applicant to a vacancy that results in a move between the Hydro One companies (Hydro One Networks, Hydro One Telecom and Hydro One Remotes) will have his/her EI and CPP deductions restarted. If as a result of the restart of these deductions the employee over contributes to EI and/or CPP, the employee will be eligible for a refund of the over contribution through their personal income tax return. For further details, please contact the HR Support Centre.